Implementation Manager
Implementation Manager
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Job Description
XOi is revolutionizing the field service industry with the expansion of our on-demand equipment data enrichment and metadata retrieval capabilities. We are powering a world in which people and equipment are connected decisions are transparent and quality outcomes are predictable. Field service technicians across the nation utilize our suite of products daily to increase efficiency and performance on the job streamline communication and information sharing enhance their skills and gain insights through innovative software and AI solutions.
XOi is growing our Customer Success organization and seeking an experienced and strategic Implementation Manager to join our team. This role will focus on onboarding mid-market major and enterprise customers particularly those with more complex needs and strategic goals. You will play a critical role in ensuring that new customers are not only implemented successfully but are also set up with a strategic success plan that drives ongoing measurable value.
This role requires someone with several years of Customer Success Implementation or Onboarding experience with a strong track record of working with diverse stakeholders from small business owners to C-suite executives. The ideal candidate understands how to navigate technical and non-technical personas and excels at distilling customer vision into actionable milestones and success metrics. As the bridge between Sales Customer Success Managers (CSMs) and the customer you will lead onboarding while also integrating CSMs into strategic planning from day one.
Responsibilities:
Collaborate with Sales to understand client objectives and ensure smooth transition to onboarding and success planning
Lead implementation and onboarding efforts for mid-market major and enterprise customers with the ability to manage multiple onboarding projects simultaneously
Partner with CSMs to define and track client-specific success plans including milestones KPIs and value-driven outcomes
Drive discovery and alignment between client business processes and XOi functionality; surface integration and configuration needs
Own configuration of XOis console integrations and onboarding roadmap working cross-functionally with product and engineering teams as needed
Facilitate and lead onboarding meetings while involving CSMs in strategic sessions for long-term planning and continuity
Contribute to the evolution of onboarding practices and documentation especially in complex or custom implementations defining new phases and processes where applicable
Identify risks and develop mitigation strategies. Proactively address issues that may impact project success.
Serve as a strategic thought partner to clients advocating for their goals internally and helping them drive adoption and business impact
Collaborate with stakeholders across the organization including CSMs Product and Training to iterate and improve onboarding playbooks and processes
Lead customer training as needed
Mentor and develop other team members supporting a culture of knowledge sharing
Qualifications:
3 years of experience in customer onboarding implementation customer success or technical account/project management in a SaaS environment
Strong background working with technical integration partners and understanding data or platform integrations
Experience collaborating with cross-functional teams and aligning stakeholders ranging from frontline users to executive sponsors
Strategic thinking and experience with success planning including setting and managing toward measurable customer outcomes
Familiarity with onboarding and CS tech stacks (e.g. ChurnZero Salesforce Jira Pendo G-Suite Slack)
Comfortable working with ambiguity and defining scalable onboarding processes in growing or changing environments
Strong meeting facilitation agenda building and follow-up communication skills
Demonstrated ability to mentor or coach others is a plus
Experience in field service technology or similar industries is a plus but not required
Willingness to travel up to 50%
You Will Be Great if You:
Have a consultative mindset with strong EQ and ability to build trust quickly with diverse stakeholders
Are motivated by strategic outcomes and thrive in environments where you can shape process and improve systems
Enjoy working cross-functionally and being part of a collaborative customer-first culture
Are excited by the opportunity to mentor and help shape the future of the onboarding team
Take initiative and find clarity amidst ambiguity especially in high-growth and high-impact settings
XOi Benefits
XOi offers a comprehensive benefits package that includes medical dental and health with eligibility the 1st of the next month following your date of hire
XOi offers a 401(k) with eligibility at 90 days
XOi offers Discretionary Time Off
All new employees receive a one time $500 New Hire Stipend to support any updates needed for your home office space
All employees receive a $50/monthly stipend to be used for personal wellness and $50/ monthly stipend towards internet expenses
XOi Technologies is an Equal Opportunity Employer
At XOi we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race color religion sex national origin gender identity or expression age disability pregnancy (including childbirth or other related medical condition) genetic information protected military or veteran status sexual orientation or any other characteristic protected by applicable federal state or local laws.
Required Experience:
Manager
Employment Type
Full-Time
